Overview
Do you want to be part of a team within the Industry Solutions Delivery organization, chartered to improve delivery agility, reliability, security, & productivity through a holistic DevOps and Knowledge Management enablement ecosystem for teams to consistently plan, build, and deliver customer engagements and internal projects, resulting in better customer and employee experiencesIndustry Solutions Delivery applies technical and strategic depth to accelerate commercial cloud growth and drive digital and AI transformation with customers.The Quality, Methods & Tools (QMT) group in the Business Excellence organization within Industry Solutions Delivery carries a vision to Equip, Enable and Support world class services delivery across the lifecycle for Microsoft customers, with an aspiration to be the Trusted advisors to Industry Solutions Delivery Leadership for enabling Delivery Quality & Maturity.This position is for a Principal Program Manager in the DevOps and Knowledge Management (KM) function within QMT. DevOps and KM function carries a mission to accelerate customer value through AI-first DevOps and knowledge management, empowering purposeful delivery at scale. The function's core priorities include a) Standardize AI-first DevOps and boost adoption, ensuring all ISD projects of defined complexity and scale adopt a modern DevOps platform, standardized, AI-enhanced, and aligned with delivery methodologies, to drive consistent execution, data integrity, and delivery excellence; b) Evolve Knowledge & IP Ecosystem through Intelligence, turning knowledge management into a competitive advantage through aggressive reuse and content (knowledge asset) growth, powered by AI and community practices; c) Transform solution delivery experience, evolving and unifying DevOps, KM, and delivery accelerators into an AI-augmented platform that delivers role-aware, agentic experiences embedded in native workspaces to streamline solution delivery and boost adoption; d) Be the go-to partner for building AI-first pre-sales and delivery experiences, while setting the benchmark for internal AI adoption across engineering, services, and operations. The centralized worldwide DevOps and KM function provides a comprehensive range of DevOps, Knowledge Management and SRE capabilities, tools and services that are used across areas and regions of Industry Solutions Delivery, covering 2,500+ projects, and 35,000+ users.This role requires a collaborative leader with strong program and product management experience and deep understanding and experience on DevOps and SRE practices, understanding of the consulting services delivery, and the ability to successfully influence in a highly matrixed environment.
Responsibilities
- You will be responsible to program / product manage a portfolio of projects, products, applications, and services within DevOps and Knowledge Management (KM) functions, meeting the goals, objectives, and outcomes
- Drive the product vision, roadmap for DevOps and KM portfolio of products, applications, and services, ensuring it aligns with organization vision and business priorities, leading or collaborating with Product Manager(s), appropriately.
- Work with Engineering Leads in strategizing and executing a multi-year roadmap on DevOps and KM portfolio of products, applications, and services
- Drive the prioritization, planning and execution of programs by partnering and collaborating with teams and resources across Industry Solutions Delivery, Engineering Groups and related segments, program teams
- Continuously plan, govern, assess, mitigate risks, communicate, and drive outcomes, managing dependencies, stakeholders, and representing the programs and products with Leadership and Directors.
- Responsible for conceptualizing, building, and landing programs and products, towards continuous improvement, grow and scale the portfolio of tools, applications, and services
- Responsible for delivering a product / service / solution within constraints (schedule, scope, and budget).
- Ensure quality execution in the delivery of a product / service / solution to drive satisfaction, outcomes, and positive Customer Partner Experience.
- Responsible for influencing the adoption and usage of DevOps and KM practices across ISD working closely with Leadership, CTOs, EAG (Engineering and Architecture Group), , Quality Assurance Team and field SMEs (Subject Matter Experts).
- Coordinate, measure, and monitor the execution of DevOps & KM practices, and overseeing actions for continuous improvement.
- Responsible to continuously refine and improve the processes towards effective delivery of services
- Drive user experience, adoption and strong enforcement and adherence to hygiene, security, and compliance requirements of the organization.
- Coordinate, measure, monitor and communicate on portfolio/program health and risks
- Track, update and report projects/programs Azure DevOps or similar tools
- Continuously improve, enhance, and adopt/build newer features/services/practices into the portfolio/catalog of services, deriving and learning from insights across multiple data sources including customer feedback and telemetry
- Run the portfolio of services in adherence to information security guidelines, practices and engineering fundamentals, and in compliance with ISO and related standards
- Keep a good balance between tactical and strategic work, ensuring necessary maintenance / operational activities for the supported services
- Leverage industry benchmarks to measure and improve on the DevOps & KM journey.
- This role collaborates and maintains partnership with Field SMEs, Management, Product Groups, Methods & Maturity Team, EAG (Engineering and Architecture Group), Quality Assurance, and Readiness team.
- Drive continuous automation, and efficiency in processes, tools, and operations.
- Be the voice of the domains/field roles/impacted user personas in driving improvements to DevOps & KM practices and tools and drive user experience with strong adoption
- Actively collaborate with Stakeholders and Internal Business units to understand the requirements and deliver efficiently.
- Deliver Features & Capabilities required by business, on time with expected quality
- Ensure value proposition and business impact for every product/project/service is documented and measurable
- Provide actionable insights and recommendations to organizational leaders and management on the supported portfolio
- Ensure proactive customer/user communication, interaction, and resolution
- Drive customer obsession through high satisfaction and experience and in ensuring customer feedback is captured and actioned upon by partnering with stakeholders to build plans and remediate 100% of the constructive feedback
- Gather and evangelize customer success stories
- Must be able to adjust to constant business change; common types of changes include new requirements, evolving priorities, and emerging practices.
- Focus on driving for results and persevere despite difficulties or setbacks
- Actively contribute to org-wide strategies, in defining and implementing those along with contributing to team's roadmap and portfolio of services in alignment to the wider organization
- Responsible for self-development on latest trends/developments in the related role/work profile according to professional development plan.
Other
- Embody our culture and values
Qualifications
- Demonstrated ability to manage a broad portfolio of diverse and cross-functional programs, projects and initiatives driving global impact.
- Ability to lead and drive large scale changes within a global Professional Services organization
- Must have a proven record of managing and executing work through large vendor teams and outsourced partners
- Expertise in Project Management knowledge areas, and experience in managing projects and developing products in Agile methodology.
- Demonstrated ability to drive and continuously improve user experience and adoption of products, applications, or services.
- Ability to distill specific problems, personas, and value for solving key customer, user pain points
- Demonstrated ability to translate business requirements, scenarios into products and services, and to deliver results in an environment of ambiguity
- Ability to make decisions in a fast-paced, rapidly changing environment. This includes the ability to define, diagnose, and determine an appropriate resolution, recommendation, or decision while considering alternatives and factors (e.g., resources, costs, tradeoffs)
- Ability to systematically gather information from a variety of sources, analyze information, identify implications of data, draw conclusions, generate alternatives and solutions, and evaluate the consequences of choosing each alternative using quality metrics and data. This includes the ability to convert general data and findings into applied, specific information and suggestions that add value to business planning and strategies.
- Positive disruptor who can view opportunities vs barriers.
- Strong verbal and written communication skills with technical and business leaders at all levels within large enterprises
- Ability to influence stakeholders to achieve impact through collaboration, presence, and strong communication skills.
- Demonstrated ability to work effectively in a multi-cultural and global environment spanning multiple time-zones.
- Must have proven record in client, partner and stakeholder management across internal business units, WW stakeholders and a varied partner ecosystem
- 10+ years of program/product management experience, experienced in DevOps culture
- Strategic thinking with the proven capability to contribute and execute a delivery strategy that resulted in quality delivery outcomes.
- Demonstrated ability to articulate compelling vision, develop followership systems thinking.
- Outstanding interpersonal skills, providing leadership by example, and an inspiring vision for industry leading delivery in a matrix environment.
- Should have a broad understanding of DevOps and SRE practices
- Knowledge of GenAI, LLM and Agentic implementation is a plus
- Competency in Analytical Problem Solving, Customer/Partner Relationships, Product & Technology
- Understanding of ISO requirements and documentation preferred
- PMP, CSM/CSPO, ITIL certifications are a plus
- Experience with forums, certification & accreditation is definite plus. Prosci, or other Change Management qualification is a plus.
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about
requesting accommodations.
